Customer Resolution Specialist, Call Handling

Find Your Limitless with Reliance
By joining Reliance as a
Customer Resolution Specialist,
you'll become an important Team Member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you're ready to

find your limitless–join us

What do we offer?

• The tools you need to succeed – including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success – the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• Awarded Canada's Most Admired Corporate Cultures with a proudly diverse and inclusive team

What will you do?

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Engage customers in an enthusiastic and persuasive conversation about the benefits of remaining with Reliance, while maintaining sincerity and realism – over the phone, and in writing
• Educate existing customers on Reliance products and services along with the contractual details of their agreement
• Provide active listening to customer concerns, complaints and needs
• Liaise with internal departments to resolve customer concerns
• Identify competitive activities, new attrition drivers and recommend retention tactics
• As required, articulate the applicable options and process the corresponding account closure as per the terms and conditions
• Contribute to effective cost and risk control through productivity and adherence to corporate processes and controls
• Provide an outstanding customer experience

What do you bring?

• A growth mindset: above all else, we're looking for people who are dependable, ambitious and want to grow with Reliance
• You have exceptional customer service and high volume call center experience
• You have strong negotiation and sales abilities
• You have excellent problem-solving skills to deal with diverse/complex customer needs
• You are confident in situations where there is potential for conflict
• You are comfortable interpreting contract language and relaying key terms and conditions in an easy-to-understand manner
• You are professional and customer focused
• You have excellent written and verbal communication skills
• You thrive in an environment subject to frequent change with minimal lead time
• You are self-motivated and can work within established guidelines with minimal scripting
• You are persistent and driven to work towards personal and team targets

Why Reliance?
As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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